01-08-2014 7:07 PM
Like I typically do at least once a year... I'm having an issue with my AT&T bill. Like every year it takes multiple phone calls, extended amounts of time and an excessive amount of transfers to people who are supposedly the person who can help but end up not being the right person. As I checked my bill for the month I noticed that the promotional price that is supposed to be applied to my bill is not. I called AT&T last night and was able speak with a person who seemed like she was going to be able to help the first time (I was shocked). But she put me on hold and when she picked back up to tell me she had to have me on hold for a little longer she transferred me to the computer scripted messages - I ended up hanging up after spending 45 minutes on hold again. So I decided to try again tonight and the person who I got a hold of was not able to help and had to transfer me again - surprise surprise! Before transferring me I asked if I was going to have to be on hold again and she told me no that it would be a direct transfer.... guess what happened? I waited on hold for another 25 minutes!!
Seriously what is wrong with this company?
01-08-2014 7:52 PM
01-09-2014 6:29 AM
Thanks for posting. I'm sorry to hear about your recent billing issues. It sounds like your promotion may have expired.
If that's the case, we would be happy to review your account and explore your options if you send us a private message by clicking here. In your message, we'll need you to provide your name, phone number, email address, and the best time to reach you.
Keep an eye on the little blue envelope icon in the top right corner of your screen for a response. Meanwhile, please don't hesitate to message me with any other questions or concerns!
01-15-2014 6:42 PM
I sent a message... lets see if I'm helped.
Also another FYI i'm on the phone with AT&T for the 3rd time in a week... guess how long my wait time is?? 45 minutes!!!!!!!!!!!!!!!!!! When I first called it said the wait time is 5 miutes.... AT&T purposely puts people on hold until they hang up.
01-15-2014 6:55 PM
So I hang up after 45 minutes on hold and call back... guess what??! The "Specalists" who I was supposed to speak to had all gone home for the day and they were just going to leave me on hold. What is wrong with this company?
01-15-2014 9:04 PM
01-16-2014 8:00 AM
The problem with Customer Service with this and many other companies is some of the people who answer the calls. I know a person who has Infinty, and they hate calling CS because they want to speak to a native born english speaking person. She was promised that her the call waiting feature would be deactivated on her phone service for the past several weeks. Each time a CSR told her it would be completed in 24 hours. A couple of days ago she dropped the service because the CSR she spoke to told her that it would be completd in 24 hours.
A company is only as good as it's CSRs and for the most part many if not all of the service providers have the same issues with their CSRs. What I do when I call CS or TS, if I get an uncooperative or uneducated CSR I politely end the call and call back until I get a cooperative or educated CSR. The whole time I am respectful so that they will want to at least try to get me the help I need. In the end I get my requests granted. It shouldn't take all of that, but it get's me what I want.
01-16-2014 10:28 AM
We received your private message, and one of our managers will be reaching out to you soon.
AT&T Customer Care
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService
01-20-2014 12:04 PM
Was there anything in particular we could help you with? We have quite a few resourceful community members who would be happy to help.
If it's an account specific issue, I recommend you send us a private message with your contact information by clicking here.
Let me know if you have any other questions or concerns!